External Disputes & Compliance Analyst

Zip Co Limited; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

25 days paid leave annually

16 weeks parental leave

Wellbeing allowance

Zip partner discounts

Wellbeing resources

Job summary

Zip Co Limited in Sydney is seeking an experienced Compliance Operations Analyst to manage external disputes and privacy requests, ensuring fair, timely outcomes while meeting regulatory obligations.

You will work with AFCA and other external dispute resolution bodies, coordinate EDR workflows, and collaborate with Risk, Compliance, Customer Service, Credit and Product teams to drive improvements and strengthen Zip's dispute resolution program.

Qualifications

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services.
• Knowledge of AFCA or similar external dispute resolution frameworks.
• Strong written communication skills with ability to prepare clear submissions.
• Sound judgement and a customer-focused approach to managing sensitive disputes.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Manage a portfolio of external dispute resolution complaints from investigation through to resolution.
• Prepare clear, balanced submissions to external dispute resolution bodies.
• Manage requests through Zip's privacy inboxes, ensuring accurate, timely responses.
• Coordinate the EDR workflow, including allocation, escalation and progress monitoring.
• Build relationships with external dispute resolution bodies and internal stakeholders.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints and improve experiences.
• Analyse complaint data to identify trends and guide improvements.
• Prepare reporting for risk and compliance governance forums.
• Contribute to ongoing development of Zip's EDR framework.

Skills

Compliance

Dispute resolution

AFCA knowledge

External disputes

Job description

Zip Co Limited in Sydney is seeking an experienced Compliance Operations Analyst to manage external disputes and privacy requests, ensuring fair, timely outcomes while meeting regulatory obligations.

You will work with AFCA and other external dispute resolution bodies, coordinate EDR workflows, and collaborate with Risk, Compliance, Customer Service, Credit and Product teams to drive improvements and strengthen Zip's dispute resolution program.